Schedule Part 12

Schedule Part 12

Section 1

Service Level Specification

Version 2: June 2012

Section TitlePage

A.Definitions
B.Aims and Objectives
C.Scope of Services
D.Core Times
E.Performance Standards
F.Availability Standards
Appendix A.rting Standards
Appendix A: Reporting Standards
A.1.Monthly Service Report
A.2.Annual Service Report
Appendix B.Service Quality Standards
Appendix B: Service Quality Standards
B.1.Buildings
B.2.Systems
B.3.External Site Elements Standards
Appendix C.Response Periods and Rectification Periods
Appendix C: Response Periods and Rectification Periods

A.Definitions

In this Service Level Specification, and elsewhere in this Agreement (save where Schedule Part 1 (Definitions and Interpretation) provides to the contrary), the following words and expressionsshall have the following meanings:

“Access Times” / means the times, to be agreed between the Authority and the Sub-hubco for each Functional Area,within which the Services shall be carried out;
“Authority’s Fire Officer” / means theAuthority’s nominatedfire adviserwith responsibility for overseeing fire policy, procedure and safety;
“Availability Standards” / means the standards set out in Section F of this Service Level Specification;
“Core Times” / means the times set out in Section D of this Service Level Specification;
“Fire Safety Policy” / means the Authority’s policy (or policies)relating to fire safety within its premises;
“Guidance” / means[ ][1];
“Helpdesk” / means the service described in paragraph3.5 of Section C of this Service Level Specification;
“Helpdesk Users” / means the Authority’s Representative and any other person(s) authorised by the Authority to call the Helpdesk and notified to Sub-hubco from time to time, any Authority Employee in an emergency, an Auditor, Sub-hubco, the Service Provider and/or any employee of Sub-hubco and /or the Service Provider;
“Important” / means a Service Event that has a detrimental effect on the use of the Facilities for the provision of Community Services but does not render any Functional Area Unavailable nor give rise to an immediate threat to the health and safety of any person;
“Make Safe” / means to ensure that any immediate risk of injury or incident that might impinge on the health and safety of users of the Facilities is removed by means of temporary or permanent rectification, notification and/or obstruction
“Monitoring Method” / means, in relation to each Performance Standard, the approach to assessing compliance, detailed in the column headedMonitoring Method in the Performance Standards;
“Performance Standards” / means the standards described in SectionE of this Service Level Specification;
“Performance Monitoring Period” / means, in relation to each Performance Standard, the period over which compliance shall be monitored, as detailed in the column headedPerformance Monitoring Period in the Performance Standards;
“Permit to Work System” / means the Authority’s works access and safety management system(s);
“Plant” / means the fixed and immovable equipment and systems relating to the infrastructure and buildings, installed as part of the Works or pursuant to an Authority Change as replaced from time to time;
“Prescribed Operational Function” / means the use or purpose of the relevant Functional Area, as identified in the Room Data Sheets;
“Rectification Period” / has the meaning given in Schedule Part 14 (Payment Mechanism);
“Remedial Period” / means the period of time,detailed in the column headed [Remedial Period/Remedy] in the Performance Standards, within which Sub-hubco must Remedy a Service Event relating to a Performance Standard
“Remedy” / means the actions or tasks, detailed in the column headed [Remedial Period/Remedy] in the Performance Standards, required to remedy a Service Event relating to a Performance Standard and "Remedied" shall be construed accordingly;
“Response Period” / means, in relation to each Performance Standard and Availability Standard, the period of time within which Sub-hubcomust respond to a Service Event and (if relevant) Make Safe, as detailed in the column headed [Response Period] in the Availability Standards or Performance Standards (as the case may be);
“Room Data Sheets” / means the room data sheets contained in Section 6 of Schedule Part 6 (Construction Matters);
“Routine” / means a Service Event that is neither Urgent nor Important;
“Service Event” / means an incident or state of affairs which does not meet or comply with the Performance Standards and/or does not satisfy the Availability Standards;
“Service Quality Standards” / means the standards identified in Appendix B of this Service Level Specification;
“Service Report” / means thenotification of a Service Eventto the Helpdesk;
“Staff” / means those persons engaged or employed by Sub-hubco or the Service Providerand their respective sub-contractors to carry out the Services;
“Unavailable” / has the meaning given in Schedule Part 14 (Payment Mechanism);
“Unavailable but Used” / has the meaning given in SchedulePart 14 (Payment Mechanism);
“Urgent” / means a Service Event that gives rise to an immediate threat to the health and safety of any person but does not render any Functional Area Unavailable;
“Utility Provider” / means the supplier ofa Utility to the Facilities;
“Utility” / means any utility service including but not limited to:

electricity;
gas;
fuel oil;
water;
sewerage;
surface water disposal.
telecommunications including voice and data;
solid waste disposal generated by Sub-hubco; or
liquid waste disposal generated by Sub-hubco;

and “Utilities” shall be construed accordingly.

B.Aims and Objectives

The Authority requires that the Servicesarefully integrated, efficient, responsive, comprehensive and effective,andbased on sound technical and operational requirements and standards.

TheServices incorporate:

Contract management;

Health and safety;

A helpdesk facility;

Performance management and monitoring;

Maintenance of the Facilities; and

Management of Utilities within the Facilities.

The Service provision should be flexible to respond to changes in the Community Services delivered at the Facilities and the manner of such delivery.

In delivering the Services Sub-hubco should aim to achievethe following key objectives:

provide a high level of customer care to all users of the Facilities;
minimise disruption to the Community Services;
maintain a safe environment using safe working practices;
provide an efficient, responsive, comprehensive and effective service which is cost effective and based on sound technical and operational requirements and standards;
operate a recognised risk assessment/management system to ensure that standards stay high, and that any slippage is recognised and corrected;
ensure the Performance Standards and the Availability Standards are met through the use of Good Industry Practice, while complying with Law [and Guidance];
co-ordinate emergency responses in a proficient and professional manner;
understand levels of service provision and performance of the Facilities through regular monitoring and reporting
provide a recording and reporting service;
in performing its operations, provide and maintain safe environment throughout the Facilities using safe working practices to ensure access for all users of the Facilities;
ensure that the distribution of all incoming Utilities is continuously maintained within the Facilities throughout the Operational Term; and.
optimise Utilities consumption within the Facilities.

C.Scope of Services

The scope of services to be deliveredby Sub-hubco incorporates the following:

3.1Policy & Strategyincluding:

3.1.1providing an appropriate management structure and process forensuring compliance with the Availability Standards and Performance Standards throughout the Operational Term;

3.1.2developing and implementing Method Statementsthat are integratedwith Authority Policies to minimise disruption to the Prescribed Operational Functions without the need for changes in approach from the Authority;

3.1.3providing comprehensive quality, environment and health & safety systems in accordance with the appropriate Good Industry Practice;

3.1.4complying with the Authority’saccess and works management processes, including but not limited to Permit to Work, risk management, and health and safety policy;

3.2Staff & Development including:

3.2.1ensuring that recruited staff undergo checks and screening appropriate to the Prescribed Operational Function and in accordance with Law and Authority Policies;

3.2.2providing appropriately trained Staff and a proactive training environment, including inductions tothe Facilities and the Services;

3.3Partnerships & Resources including:

3.3.1ensuring that there is regular liaison with the Authority;

3.3.2demonstrating a robust approach to supply chain management;

3.4Contingency Planning including:

3.4.1developing, maintaining and implementing contingency plans for all aspects of service delivery to ensure that the Facilities remain serviced and operational in accordance with the requirements of this Agreement;

3.4.2providing maintenance and scrutiny of all fire safety and security systems including fire fighting equipment to ensure a safe and secure environment for users of the Facilities;

3.5Performance and Information Management including:

3.5.1providing a manned helpdesk forreceiving, logging, reporting and responding appropriately to direct verbal, telephone, letter, facsimile, e-mail and other legal communications and liaising with all users on the progress of work. The helpdesk shall form the day to day notification interface between the Authority[2] andSub-hubco in relation to the following matters only:

all queries and requests relating to the Services;

the notification of Service Events;
monitoring of alarms (if appropriate);
notification of Emergencies;
recordingand keeping the Helpdesk User up to date of progress of Service Events;

3.5.2maintainingthe Facilitiesand performing Sub-hubco’s operations so asto minimise Utilities consumption whilst achieving the optimum environmental conditions required by the Authority;

3.5.3self monitoring of performance against the Performance Standards (where applicable monitoring performance over the relevant Performance Monitoring Period in accordance with the relevant Monitoring Method) and the Availability Standards;

3.5.4regular reporting (and providing supplementary information on an ad-hoc basis) on compliance with the Performance Standards and the Availability Standards.

3.5.5maintaining records including but not be limited to maintenance records, Utilities consumption data andproviding the information required for the reporting required under this Agreement and to validate invoices;

3.6Maintaining(including life cycle replacement) the Facilitiesin accordance with the Performance Standards and Availability Standards including:

3.6.1maintaining the physical connections to each Utility Provider’s services of adequate capacity to satisfy the demand at the Facilities under all anticipated operating conditions. [For the avoidance of doubt, procurement of the Utility supplies shall be the responsibility of the Authority];

3.6.2providing, [unless otherwise stated in Section 3 (Authority’s Construction Requirements) of Schedule Part 6 (Construction Matters)], all requisite Plant, equipment, apparatus and consumable items required for the proper execution of all work which Sub-hubco is required to carry out under this Service Level Specification; including scaffolding, craneage, tackle, machinery, tools or other appliances and everything else necessary for the work, and shall be responsible for their conveyance, use, subsequent removal, making good and cleaning;

3.6.3arranging and undertaking all requisite statutory testing as necessary to ensure the Facilities comply with Law [andGuidance] at all times;

3.7[Procuring and[3]] maintainingthe supply of Utilities throughout the Facilities, of adequate capacity to supply the requirements of the Authority under all anticipated operating conditions.

D.Core Times

The Core Times for the Facilities are:

Facilities Area / Mon / Tues-Thurs / Fri / Sat / Sun
1

E.Performance Standards

PSRef / Performance Standard / Performance Monitoring
Category / Response Period / Rectification Period / Monitoring Method / Performance Monitoring Period / Remedial Period / Remedy
Policy and Strategy
Management and Strategy
FM01 / Sub-hubco shall inform the Authority’s Representative, as required, of any material changes to the management structure, responsibilities and lines of communication put in place by Sub-hubco in respect of the performance of its obligations under this Agreement. / [Minor] / N/A / N/A / Records of communications and notifications. / Per occurrence / 1 Business Day.
To commence on identification of failure.
Remedy: notify Authority of changes.
FM02 / Sub-hubco shall give prior notice to the Authority’s Representative(s) ofall new working practices, and/or service delivery timings. / [Major] / N/A / N/A / No reported non-compliance. / Per occurrence / 1Business Day.
To commence on identification of failure.
Remedy: Inform the Authority’s Representative of proposed changes.
Integration with Authority Policies and Operation
FM03 / Sub-hubco shall liaise with Community Service Providers to ensure that there is no disruption to the Community Servicesat the Facilities. / [Minor] / N/A / N/A / No reported non-compliance / Per occurrence / 1 Business Day.
To commence on identification of failure.
Remedy: Meet with CommunityService Providers and develop a continuing dialogue.
Quality, Environment, and Health & Safety
FM04 / Sub-hubco shall develop and maintain a [Building User Guide][4] on behalf of the Authority for use by Staff and Authority Employees, the content and style of which shall be approved by the Authority on a minimum of an annual basis (and at any time when circumstances change). / [Medium] / N/A / N/A / Document reviewed and updated to reflect current processes and procedures and approved by the Authority. / Per occurrence / 5 Business Days.
To commence on identification of failure.
Remedy: Review Building User Guide and update as necessary.
FM05 / Sub-hubco shall ensure that a procedure for disseminating hazard and safety warnings, pertaining to the Services, is operational and disseminates information in a timely manner. / [Medium] / N/A / N/A / Procedure agreed with Authority.
No reported non-compliance. / Per occurrence / 3 Business Days.
To commence on identification of failure.
Remedy: Amend quality assurance processes and raise Staff awareness.
FM06 / Sub-hubco shall develop and maintain a Health and Safety system relevant to the Services. / [Major] / N/A / N/A / Health and Safety system reviewed. / Bi-Annually / 5 Business Days.
To commence on identification of failure.
Remedy: Health and Safety system is developed and appropriate training is carried out for all Staff.
FM07 / Sub-hubco shall implement Sub-hubco's health and safety system in all aspects of Service delivery. / [Major] / N/A / N/A / No reported non-compliances. / Per occurrence / 5 Business Days.
To commence on identification of failure.
Remedy: Staff awareness is raised and a current Health & Safety manual is available to all Staff.
FM08 / Sub-hubco shall devise a quality management system as required in the Services Quality Plan that shall meet the requirements of ISO 9001 for the first 18 months of the Operational Term and shall achieve ISO 9001 accreditation within the first 18 Contract Months of the Operational Term; thereafter Sub-hubco shall maintain this accreditation and provide the Authority with copies of certification whenever reaccredited. / [Major] / N/A / N/A / Check quality management system is in place (accredited to ISO 9001 within18 months) / Bi-Annually / 5 Business Days.
To commence on identification of failure.
Remedy: Quality management system is developed and appropriate training is carried out for all Staff.
FM09 / Sub-hubco shall implement the quality management system in the delivery of all aspects of the Services. / [Major] / N/A / N/A / No reported non-compliances. / Per occurrence / 5 Business Days.
To commence on identification of failure.
Remedy: Quality management system corrective actions are carried out in accordance with the requirements.
FM10 / Sub-hubco shall devise an environmental management system that shall meet the requirements of ISO 14001 for the first 18 months and shall achieve ISO 14001 accreditation within the first 18 Contract Months; thereafter Sub-hubco shall maintain this accreditation and provide the Authoritywith copies of certification whenever reaccredited. / [Major] / N/A / N/A / Check environmental management systemis in place (accredited to ISO 14001 within 18 months) / Bi-Annually / 5 Business Days.
To commence on identification of failure.
Remedy: Environmental management system is developed and appropriate training is carried out for all Staff.
FM11 / Sub-hubco shall implement the environmental management system in the delivery of all aspects of the Services. / [Major] / N/A / N/A / No reported non-compliances. / Per occurrence / 5 Business Days.
To commence on identification of failure.
Remedy: EMS corrective actions are carried out in accordance with the requirements.
Access and Works Management
FM12 / Sub-hubco shall ensure that no work that it performs at the Facilities is carried out in Functional Areas outside agreed Access Times without prior written consent from the Authority’s Representative. / [Major] / N/A / N/A / No reported non-compliances. / Per occurrence / 1 Day.
To commence on report of non-compliance.
Remedy:Sub-hubco to restore area to useable condition and reschedule work. Staff awareness of Access Times to be increased.
FM13 / Sub-hubco shall ensure that all work that it performs at the Facilities is carried out in accordance with the Permit to Work System. / [Major] / N/A / N/A / No failure to meet the requirements of the Permit to Work System. / Per occurrence / 1 Business Days.
To commence on identification of failure.
Remedy: Cease work until Permit to Work Systemhas been applied and Staff are familiar the requirements for the specific task.
Staff & Development
Recruitment
FM14 / Sub-hubco shall ensure that Staff undergo pre-employment health checks as required in accordance with Clauses 27.18 to 27.21and Authority Policies / [Major] / N/A / N/A / Monthly review of Staff records.
No reported non-compliance / Monthly / 5 Business Days.
To commence from the expiry of the due date.
Remedy: Employee is removed from the roster until screening is carried out and HR procedures reviewed.
FM15 / Where Sub-hubco staff are employed in areas where there are likely to be children or vulnerable persons, details of those staff shall be submitted in the agreed format to the designated Authority’s Representative for approval in accordance with Clauses 27.10 to27.12. / [Major] / N/A / N/A / Monthly review of Staff records.
No reported non-compliance. / Monthly / 5 Business Days.
To commence from the expiry of the due date.
Remedy: Employee is removed from the roster until vetting is carried out and HR procedures reviewed.
Training and Induction
FM16 / Sub-hubco shall maintain a personal training record for Staff and where appropriate provide certification of Sub-hubco-training of Authority Employees. / [Medium] / N/A / N/A / Monthly review of Staff records.
No reported non-compliance. / Monthly / 5 Business Days.
To commence from the expiry of the due date.
Remedy: Records of training are updated and available for inspection.
FM17 / Sub-hubco shall ensure that all Staff, in addition to the induction programme, are at all times properly and adequately notified, trained and instructed and the information recorded within their personal training records (including if practicable by way of continuing professional development) with regard to the task that the individual has to perform;